Very poor customer service from Multichoice

I am writing on behalf of my mother. In mid-August 2024 my mother’s decoder started to give no signal problems. On the 19th of August 2024 a call was made and the consultant advised mother that her decoder was older than 5 years and she needs to upgrade to the Dstv explora and she will never experience any signal problems after the installation is done. 0n the 27th of August 2024 the installation was done; everything was working fine, and the debit order went through. On Saturday the 7th of September 2024 we started to experience the no signal issue again. On Monday the 9th of September 2024 my mother called Multichoice and the consultant by the name of Elethu Boltina told my mother there is nothing Multichoice can do because they are not controlling the weather, she needs to find her own installer and pay what ever fees will be charged by the installer. When my mother told the consultant that she wants to cancel the contract then she was told she needs to pay R3600. We were only able to watch our tv for 10days and we are expected to pay at the end of the month.

Your urgent response will be greatly appreciated.